Registered community housing providers (housing providers) must have a mechanism in place for dealing with tenant complaints. Housing providers must also provide tenants with information and help on how to raise complaints with them.
Generally complaints will be addressed by the housing provider without the involvement of the Registrar. It is important when making a complaint to keep written evidence of concerns and any ongoing developments, in case the matter is not resolved.
If the concerns have been raised informally with the housing provider, but you are unhappy with the response, you may need to make a formal complaint to the housing provider.
Housing providers must have formal complaint handling processes and policies. When a formal complaint is lodged the housing provider will deal with the complaint in accordance with those policies.
If you believe your concerns have not been appropriately addressed by your housing provider, or that your housing provider has not followed its policies and procedures, you may wish to explore other avenues, such as:
If you believe a complaint to be of such a serious or sensitive nature that it needs the direct involvement of the Registrar (or other regulatory body), without prior notification to your housing provider, then you should contact your local Registrar’s office. In most cases this will be the Registrar in the state or territory where the housing is located. The Registrar will then decide the best way to progress any complaint.
The National Regulatory System for Community Housing online form can be used for:
24 Jan 2025